British Gas Rant

Terrylw1

t0rt0ise wrote: »

Where is the information about compensation to be found? I can't find it on the British Gas website and I'd like to see what else they promise and compensate for. I'm sure I'm due some.

You probably won't. Some Suppliers have been known not to mention this to customers to see if they know and ask...

The Ofgem site database appears to be down right now, but this is how to search for them.

Look here for elec:

Google search for - ofgem guaranteed standards

Look for the tables of guaranteed standards.

Sometimes referred to as Guaranteed Standards Of Service (GSOS) or Licence Conditions.

Look here for gas:

Same as above, Standard Licence Conditions.

Posted these for now though.

http://cfe.custhelp.com/app/answers/detail/a_id/6446/~/guaranteed-standards-for-gas-transporters-and-electricity-distributors

http://www.nationalgrid.com/uk/Gas/OperationalInfo/operationaldocuments/GOSOS/


These cover all, not just Suppliers.

Payments for failed Supplier booked visits have just gone up to £22.

t0rt0ise

Thank you. Found the one about suppliers http://cfe.custhelp.com/app/answers/detail/a_id/6445 which is interesting as it says they should have come out to my prepayment meter within 4 hours and they told me that as I had more than 50 pence on the meter they didn't have to and gave me an appointment for 2 days later. That's terrible.

So £20 for that one, £20 for the first appointment when the guy said he couldn't change the meter and £20 for the second appointment when they ordered a gasman instead of electricity. And £20 for not telling me within the time limit. Wonder if I can actually get it.

Terrylw1

t0rt0ise wrote: »

Thank you. Found the one about suppliers http://cfe.custhelp.com/app/answers/detail/a_id/6445 which is interesting as it says they should have come out to my prepayment meter within 4 hours and they told me that as I had more than 50 pence on the meter they didn't have to and gave me an appointment for 2 days later. That's terrible.

So £20 for that one, £20 for the first appointment when the guy said he couldn't change the meter and £20 for the second appointment when they ordered a gasman instead of electricity. And £20 for not telling me within the time limit. Wonder if I can actually get it.

Wait until the Ofgem site is working and double check them all.

The way it works with visits from a Suppliers point of view is that the visit has either been booked with you (say over the phone) or they have sent you a confirmation. Basically, this is because they are hinting at the fact you may need to be there. Meter changes for instance, engineers need to get access to your property even if the meter is outside to make the proper safety checks.

If they sent out a gas engineer instead of an elec, that should be compensated. Gas & elec are totally independant in that respect and the whole booking systems are not linked at industry level. So, thats a staff error when booking the job.

In terms of an unskilled engineer, thats more open to debate. Engineers have different training levels and sometimes they get there and find they are not qualified for a customers situation. This isn't always anyone's fault since these agencies get appointed and don't have access to individual site based data until they get there. So, they may not want to on that score but to be honest I think it should be argued since you may have had to take a day off...and they will need to return to do it again with a proper skilled engineer. Typical situation being say a Collector needed in a flat where 2 meters are connected which can require an engineer who is also a qualified electrician.

If they pass the time limit for refund and had to pay further compensation, thats only if the visit had been communicated with you per the above.

Also, for elec the Supplier has to contact & re-arrange with you 24 hours before if they get their visit request rejected (e.g. not enough engineers free) but if they contact you, it's not a failure. If they can't contact you, it is.

Sometimes engineers can't get there, Suppliers will tell you to complain to them. You can't. The Supplier is obliged to compensate you and then claim it back.

All these standards gets tracked & reported to Ofgbem yearly...guess what they do with them...thats correct...nothing. Never heard of Ofgem EVER speaking to anyone about them!